Customer Success Specialist

5 months ago

Cyberjaya, Malaysia Shell Full time

**NOTE: This role requires a fluent/native Bahasa Indonesia speaker**

**Where you fit**

Expect lots of support and encouragement while you’re here. You’ll be working alongside people who love what they do and enjoy sharing their enthusiasm with everyone around them. We value career growth. You’ll have limitless opportunities to explore - whether that means building up new areas of expertise or taking in a different direction.

**What’s the role?**

As a Customer Success Specialist for Deal to Cash (DTC), you will play a critical role in ensuring the success and satisfaction of our customers throughout the deal-to-cash process. You will be responsible for managing relationships with customers, facilitating the implementation of solutions, and driving adoption of our products and services. This role requires a combination of strong interpersonal skills, technical expertise, and a focus on delivering value to our customers.

Key responsibilities:

- Customer Relationship Management: Serve as the primary point of contact for assigned customers, building strong relationships and understanding their unique business needs, challenges, and goals.
- Solution Adoption: Drive adoption of our products and services by educating customers on best practices, functionality, and capabilities. Proactively identify opportunities to optimize usage and
- maximize value for customers.
- Customer Advocacy: Advocate for customers internally, representing their interests, feedback, and requirements to relevant stakeholders. Serve as a voice of the customer and provide input to product development and enhancement initiatives.
- Issue Resolution: Address customer inquiries, concerns, and escalations in a timely and effective manner. Collaborate with cross-functional teams to troubleshoot issues, resolve problems, and ensure customer satisfaction.
- Documentation and Reporting: Maintain accurate records of customer interactions, activities, and outcomes using CRM software. Generate reports and dashboards to track customer success metrics and outcomes.

**What we need from you?**
- Bachelor degree preferred (Business related major) or equivalent experience
- Previous experience in Customer service or operations
- ** Fluency in Bahasa Indonesia is a mandatory requirement for the role**:

- Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook
- Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures
- Able to act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat
- Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
- Able to demonstrate resilience and patience, especially when interacting with challenging Customers
- Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly
- Able to demonstrate a continuous improvement mind-set

**Company Description**

Shell Business Operations (SBO) is a chain of operational centers that form an integral part of Royal Dutch Shell. We influence business development for Shell globally, enabling the work of 93,000 employees in over 70 countries across the world.

SBO Kuala Lumpur is home to 11 different functions that support Shell within the Southeast Asia, Oceania, and Middle East region. Housing more than 2000 employees, SBO Kuala Lumpur is focused on driving excellent corporate performance that enable Shell to operate in a global competitive and ever-changing business environment.

Shell Business Operations (SBO) Kuala Lumpur is focused on driving excellent corporate performance in Contracting and Procurement, Creative Solutions, Customer Operations, Finance Operations, Human Resource, Information Technology, Legal Operations, Retail Centre of Excellence, Supply Chain, Technical Asset Operation and Upstream Transformation. We enable Shell to operate in a global-competitive and ever-changing business environment.

**An Innovative Place to Work**

There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Join us and you’ll add your talent and imagination to a business with the power to shape the future - whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently.

**An Inclusive & Progressive Place to Work**

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re nurturing an inclusive environment - one where you can express your ideas, extend your s

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